Salesforce: Add Voice, SMS, and Live Chat

We created PingPilot to help you generate and foster stronger, more human connections with your customers. Salesforce was created to deepen relationships with your customers. These two missions converge with PingPilot’s Salesforce integration that lets you add voice, SMS and live chat channels to your sales, marketing and support campaigns—creating dedicated relationships between your agents to your customers.

Why Add Voice, SMS, and Live Chat to Salesforce?

Rethink how to listen, engage and provide new value to today’s tech-savvy customers.

Customers have a talent for blocking out interruptive marketing and sales tactics. Direct mail, email blasts, and cold calls simply aren’t effective anymore. Marketing teams are stuck measuring campaign success in single-digit engagement rates. Salespeople have been technologically underserved by CRM software that focuses more on call-to-close ratios than developing relationships—leaving customers feeling harassed.

Customers want dedicated, personal assistants whom they can engage on their terms. With PingPilot Signals, customers are automatically matched with a dedicated agent who will interact with them in the channel they most prefer. By integrating PingPilot with Salesforce, each voice, SMS and live chat interaction is synchronized with customer records in Salesforce. These same customer records also provide PingPilot agents with a bit of caller ID when customers engage them via voice, SMS and live chat.

How to Add Voice, SMS and Live Chat to Salesforce?

Follow these instructions to integrate PingPilot and Salesforce.

  1. Salesforce login

    Log into your developer.salesforce.com account

    Salesforce login : Salesforce: Add Voice, SMS, and Live Chat
  2. Account dropdown

    Select your account name, and then select “My Developer Account.” Salesforce will prompt you to log in again.

    Account dropdown : Salesforce: Add Voice, SMS, and Live Chat
  3. Setup

    At the top right, select “Setup.”

    Setup : Salesforce: Add Voice, SMS, and Live Chat
  4. Manage Apps

    In the center of the screen, under “Quick Links” select “Manage apps.”

    Manage Apps : Salesforce: Add Voice, SMS, and Live Chat
  5. Add a New App

    Under “Connected Apps”, select “New.”
    Note: We recommend having a separate app just for every integration you do with third party companies. In case you want to stop using one integration, you can revoke access to that individual company, and not have to create a new app later on.

    Add a New App : Salesforce: Add Voice, SMS, and Live Chat
  6. Configure Integration

    Fill out the Connected App Name (ex: PingPilot Integration), contact email, and then select “Enable OAuth Settings” under “API (Enable OAuth Settings)”

    Callback URL: https://app.pingpilot.com/salesforce/oauth/callback
    You will need to enter the above url for the Callback URL.

    PingPilot requires two OAuth Scopes.  “Full Access (full)”, and “Perform requests on your behalf at any time (refresh_token, offline_access)”

    Without these settings your integration may stop working.

    Save your app and hit continue on the next screen.

    Configure Integration : Salesforce: Add Voice, SMS, and Live Chat
  7. Copy API Keys

    Under “API (Enable OAuth Settings)” you will find your Consumer Key and Consumer Secret. You will need to copy these and put them into their corresponding fields in PingPilot.

    Copy API Keys : Salesforce: Add Voice, SMS, and Live Chat
  8. Install Salesforce in PingPilot

    Here is where you paste your keys from the previous step.

    Client ID = Consumer Key
    Client Secret = Consumer Secret

    After you have the keys in the proper location, press save.

    Install Salesforce in PingPilot : Salesforce: Add Voice, SMS, and Live Chat
  9. Authorize Salesforce

    You will be redirected to Salesforce and prompted to log in (if you’re not already) and to authorize your integration. Afterwards you will be redirected back to PingPilot.

    Authorize Salesforce : Salesforce: Add Voice, SMS, and Live Chat
  10. Manage Apps

    Go back to Salesforce and on the left side navigation, under “Administrator”, select “Connected Apps” under “Manage Apps.”

    Note: There are two locations to manage your Connected Apps. Previously we dealt with setup information, in this location you deal with policy.

    Manage Apps : Salesforce: Add Voice, SMS, and Live Chat
  11. Select the App for Integration

    Select the app you just created for your integration.

    Select the App for Integration : Salesforce: Add Voice, SMS, and Live Chat
  12. Verify Integration

    Under “OAuth policies” find “Refresh Token Policy” on the right side, and make sure “Refresh token is valid until revoked” is selected. If it is, then your integration is complete, and you’re ready to use Salesforce with PingPilot. However, it’s not selected, continue to the next step.

    Verify Integration : Salesforce: Add Voice, SMS, and Live Chat
  13. Edit Policy

    If you need to edit your policy, select edit near the top.

    Edit Policy : Salesforce: Add Voice, SMS, and Live Chat
  14. Save Policies

    Select “Refresh token is valid until revoked”, and then save. You are now ready to use Salesforce with PingPilot.

    Save Policies : Salesforce: Add Voice, SMS, and Live Chat